The G2 on Helpshift

Helpshift Pros and Cons: Top Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users praise Helpshift for its seamless omnichannel support, enhancing customer service and tracking experience across platforms. (6 mentions)

Users find Helpshift to be very easy to use, making customer support tasks streamlined and efficient. (4 mentions)

Users find Helpshift's helpful omnichannel support invaluable, enhancing customer service and personalization across various platforms. (4 mentions)

Users highlight Helpshift for its seamless omnichannel support, enhancing customer service and user experience significantly. (3 mentions)

Users value the efficient case management of Helpshift, enhancing organization and speeding up customer resolutions. (2 mentions)

Users appreciate the smooth omnichannel support of Helpshift, enhancing personalized customer service experiences across various platforms. (2 mentions)

Users are frustrated by the lack of live chat customer support, leading to unresolved issues and messaging problems. (2 mentions)

Users experience chat issues due to disorganization, high prices, and lack of live customer support during problems. (2 mentions)

Users frequently face connection issues with Helpshift, experiencing unresponsiveness and loading problems during use. (2 mentions)

Users frequently experience software unresponsiveness, facing connection and loading issues that hinder their experience. (2 mentions)

Users find UX issues problematic, citing disorganization, high prices, and lack of mobile app support. (2 mentions)

Users often face call issues in Helpshift, with messages disappearing or not sending due to tagging errors. (1 mentions)

Users experience chatbot issues that can lead to message disappearance or failure to send, disrupting their communication. (1 mentions)

Top Pros or Advantages of Helpshift

1. Features

Users praise Helpshift for its seamless omnichannel support, enhancing customer service and tracking experience across platforms.

See 6 mentions

See Related User Reviews

Nico C.

Mid-Market (51-1000 emp.)

5.0/5

"Helpshift Review"

What do you like about Helpshift?

Helpshift is very easy to use and user friendly. It's easy to track all tickets as a support member for all customers. We use it on our everyday tasks

SHIVAM A.

Small-Business (50 or fewer emp.)

4.5/5

"Helpshift helps in Revolutionizing Customer Service Experience"

What do you like about Helpshift?

Helpshift is a game-changer when it comes to customer service. One of its best attributes is its smooth omnichannel support features. With Helpshift,

2. Ease of Use

Users find Helpshift to be very easy to use, making customer support tasks streamlined and efficient.

See 4 mentions

See Related User Reviews

SHIVAM A.

Small-Business (50 or fewer emp.)

4.5/5

"Helpshift helps in Revolutionizing Customer Service Experience"

What do you like about Helpshift?

Helpshift is a game-changer when it comes to customer service. One of its best attributes is its smooth omnichannel support features. With Helpshift,

Nico C.

Mid-Market (51-1000 emp.)

5.0/5

"Helpshift Review"

What do you like about Helpshift?

Helpshift is very easy to use and user friendly. It's easy to track all tickets as a support member for all customers. We use it on our everyday tasks

3. Helpful

Users find Helpshift's helpful omnichannel support invaluable, enhancing customer service and personalization across various platforms.

See 4 mentions

See Related User Reviews

SHIVAM A.

Small-Business (50 or fewer emp.)

4.5/5

"Helpshift helps in Revolutionizing Customer Service Experience"

What do you like about Helpshift?

Helpshift is a game-changer when it comes to customer service. One of its best attributes is its smooth omnichannel support features. With Helpshift,

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Great platform, easy tools to use and great CS support from them"

What do you like about Helpshift?

It is a great tool to fulfill our customer needs and contact them as well as to gather data for future reference

4. Customer Support

Users highlight Helpshift for its seamless omnichannel support, enhancing customer service and user experience significantly.

See 3 mentions

See Related User Reviews

Christopher H.

Mid-Market (51-1000 emp.)

0.0/5

"Marvel Snap- worst support client"

What do you like about Helpshift?

Absolutely nothing @Steven L. He does not provide any customer support with responses

Nico C.

Mid-Market (51-1000 emp.)

5.0/5

"Helpshift Review"

What do you like about Helpshift?

Helpshift is very easy to use and user friendly. It's easy to track all tickets as a support member for all customers. We use it on our everyday tasks

5. Case Management

Users value the efficient case management of Helpshift, enhancing organization and speeding up customer resolutions.

See 2 mentions

See Related User Reviews

Edward Benedict O.

Enterprise (> 1000 emp.)

4.5/5

"Helpshift review"

What do you like about Helpshift?

The reports and tickets are well-organized

Verified User

Enterprise (> 1000 emp.)

3.5/5

"Reliable support platform for streamlining operational workflows"

What do you like about Helpshift?

As a team lead, I appreciate the clear ticket management system and automation tools that reduce manual workload, Also Helpshift’s in app messaging en

6. Communication

Users appreciate the smooth omnichannel support of Helpshift, enhancing personalized customer service experiences across various platforms.

See 2 mentions

See Related User Reviews

SHIVAM A.

Small-Business (50 or fewer emp.)

4.5/5

"Helpshift helps in Revolutionizing Customer Service Experience"

What do you like about Helpshift?

Helpshift is a game-changer when it comes to customer service. One of its best attributes is its smooth omnichannel support features. With Helpshift,

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Great platform, easy tools to use and great CS support from them"

What do you like about Helpshift?

It is a great tool to fulfill our customer needs and contact them as well as to gather data for future reference

Top Cons or Disadvantages of Helpshift

1. Chat Functionality

Users are frustrated by the lack of live chat customer support, leading to unresolved issues and messaging problems.

See 2 mentions

See Related User Reviews

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Great platform, easy tools to use and great CS support from them"

What do you dislike about Helpshift?

The tabs might be a little more organized and placed in a better way. The prices are a bit high. There is not live chat customer support when you have

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"Helpshift is great tool for customer service"

What do you dislike about Helpshift?

The attention must be regular. Sometimes a tag not put in the correct place must compromise the chat, either disappearing messages or not sending them

2. Chat Issues

Users experience chat issues due to disorganization, high prices, and lack of live customer support during problems.

See 2 mentions

See Related User Reviews

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Great platform, easy tools to use and great CS support from them"

What do you dislike about Helpshift?

The tabs might be a little more organized and placed in a better way. The prices are a bit high. There is not live chat customer support when you have

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"Helpshift is great tool for customer service"

What do you dislike about Helpshift?

The attention must be regular. Sometimes a tag not put in the correct place must compromise the chat, either disappearing messages or not sending them

3. Connection Issues

Users frequently face connection issues with Helpshift, experiencing unresponsiveness and loading problems during use.

See 2 mentions

See Related User Reviews

Kate Lynne M.

Enterprise (> 1000 emp.)

5.0/5

"Helpshift review"

What do you dislike about Helpshift?

Issues with connection and not responding sometimes

Edward Benedict O.

Enterprise (> 1000 emp.)

4.5/5

"Helpshift review"

What do you dislike about Helpshift?

It has connection and loading issues. The site is not responding sometimes.

4. Software Unresponsiveness

Users frequently experience software unresponsiveness, facing connection and loading issues that hinder their experience.

See 2 mentions

See Related User Reviews

Kate Lynne M.

Enterprise (> 1000 emp.)

5.0/5

"Helpshift review"

What do you dislike about Helpshift?

Issues with connection and not responding sometimes

Edward Benedict O.

Enterprise (> 1000 emp.)

4.5/5

"Helpshift review"

What do you dislike about Helpshift?

It has connection and loading issues. The site is not responding sometimes.

5. UX Issues

Users find UX issues problematic, citing disorganization, high prices, and lack of mobile app support.

See 2 mentions

See Related User Reviews

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Great platform, easy tools to use and great CS support from them"

What do you dislike about Helpshift?

The tabs might be a little more organized and placed in a better way. The prices are a bit high. There is not live chat customer support when you have

Nico C.

Mid-Market (51-1000 emp.)

5.0/5

"Helpshift Review"

What do you dislike about Helpshift?

It doesn't have a mobile app. The app is hard to use on the phone

6. Call Issues

Users often face call issues in Helpshift, with messages disappearing or not sending due to tagging errors.

See 1 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"Helpshift is great tool for customer service"

What do you dislike about Helpshift?

The attention must be regular. Sometimes a tag not put in the correct place must compromise the chat, either disappearing messages or not sending them

7. Chatbot Issues

Users experience chatbot issues that can lead to message disappearance or failure to send, disrupting their communication.

See 1 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"Helpshift is great tool for customer service"

What do you dislike about Helpshift?

The attention must be regular. Sometimes a tag not put in the correct place must compromise the chat, either disappearing messages or not sending them

Top-Rated Alternatives

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Verified User in Veterinary

Enterprise (> 1000 emp.)

5/17/2022

"Everything my team needs to provide excellent client service"

4.5/5

What do you like best about Helpshift?

Ease of use. Once I gained familiarity on the platform, much of what I needed to do was intuitive or I could enlist help via their Live Chat technical support feature. We also have a dedicated account manager. With Tim, we can lay out our problem and he advises us on the best course of action to maximize efficiency while offering the best client experience. Review collected by and hosted on G2.com.

What do you dislike about Helpshift?

Some aspects of Helpshift are simply over my head IT-wise and I need to ask for help. Thankfully, there are several avenues to get technical support. Review collected by and hosted on G2.com.

Recommendations to others considering Helpshift:

Definitely have a list of what you need the platform to do and have them demo the features. It does way more than you think! Review collected by and hosted on G2.com.

What problems is Helpshift solving and how is that benefiting you?

We are helping clients gain access to medical advice - NOT Dr. Google but licensed, credible medical professionals. Helpshift allows us to serve clients 24/7/365. Live Chat is the highest-rated client engagement service we have at our company month-over-month. Review collected by and hosted on G2.com.

Verified User in Wireless

Mid-Market (51-1000 emp.)

10/3/2019

"underpowered"

4.5/5

What do you like best about Helpshift?

Very focused solution for gaming companies looking for an SDK integration. The bot flows are very helpful in proactively addressing user concerns. Review collected by and hosted on G2.com.

What do you dislike about Helpshift?

* Missing features: this software works well for a very specific user-case (mobile games) but fails to deliver on features that come standard in the industry. Almost no support for bot/automation localization, limited customization options across the board, poor reporting option, etc.

* Simple and routine tasks like updating a bot or changing an automation in Helpshift requires a lot of our resource-constraint team's time.

* The same bug reported months ago haven't been fixed.

* The team has been reticent about sharing updates (ex. they don't post release notes).

* Their own web-based help center doesn't use Helpshift, which speaks volumes about the poor state of their software. Review collected by and hosted on G2.com.

James K.

Senior Project Manager

Mid-Market (51-1000 emp.)

9/13/2022

"Easy to use"

5/5

What do you like best about Helpshift?

The UI design is easy for agents to use. Reporting-wise, it makes great use of Power BI. Review collected by and hosted on G2.com.

What do you dislike about Helpshift?

Slow response from support, especially on the integrations with other tools. Review collected by and hosted on G2.com.

Mariana G.

Quality Assistant

Enterprise (> 1000 emp.)

6/14/2022

"Helpshift is an excellent platform!"

5/5

What do you like best about Helpshift?

I like the ease of use, in addition to helping with service and enabling the insertion of FAQs within the platform. Review collected by and hosted on G2.com.

What do you dislike about Helpshift?

I don't like when it shows slowness and duplicates the messages. Review collected by and hosted on G2.com.

Recommendations to others considering Helpshift:

Helpshift is the perfect platform for customer service. In addition to being easy to use, it allows the integration of chat bots. Review collected by and hosted on G2.com.

What problems is Helpshift solving and how is that benefiting you?

Assistance in the company's customer service and in resolving customer inquiries. Review collected by and hosted on G2.com.

Verified User in Market Research

Small-Business (50 or fewer emp.)

5/17/2022

"System work well for us, support is always fast to handle questions, address issues."

4/5

What do you like best about Helpshift?

No system downtime, works as expected once integrated, HelpShift support are always quick to respond. they are also somewhat flexible on service package fees. Review collected by and hosted on G2.com.

What do you dislike about Helpshift?

While it can handle multiple languages, it doesn;t easily allow locations specific customisation of content (eg if i want to show different FAQS in say TW versus AU - I can show different languages for same FAQs but not dif FAQs) . Review collected by and hosted on G2.com.

Recommendations to others considering Helpshift:

Overall good platform for a standard service offering but be aware it's not easy to customise FAQs content by geography if this is important. Review collected by and hosted on G2.com.

What problems is Helpshift solving and how is that benefiting you?

In App support - presentation of FAQs and an an in-App channel for logging help requests. Review collected by and hosted on G2.com.

Verified User in Entertainment

Enterprise (> 1000 emp.)

9/20/2019

"Good customer experience, but difficult integration and useless analytics"

4/5

What do you like best about Helpshift?

The in-app chat feature has been a game-changer for our users. They can contact us from within the app, without exiting the app to fill out an online form. Users can interact with the bots we put in place and find self help solutions faster than they would if we didn't have this feature. Review collected by and hosted on G2.com.

What do you dislike about Helpshift?

Transitioning from any CRM is a difficult task for any team. It required eng resources and months of work. The lack of analytics capabilities is one of my least favorite features of Helpshift. Review collected by and hosted on G2.com.

Mikael S.

Player Experience Manager

Mid-Market (51-1000 emp.)

1/14/2022

"Using Helshift has been very straight forward and features have been easy to set up."

4/5

What do you like best about Helpshift?

The Helpshift customer support team is fast and reliable, and the custom bots feature. The FAQ and different FAQ tools are great, and a way to minimize email messages is also a lot. Review collected by and hosted on G2.com.

What do you dislike about Helpshift?

Most of the success managers are based in US which causes me to stay available for late evening for business reviews etc, not a major issue but still something.

As well, the feature cycle and some things such as quick replies etc have not been updated for a while, when it is a most used feature. Review collected by and hosted on G2.com.

Albert O.

Project Manager, Player Experience

Mid-Market (51-1000 emp.)

1/18/2022

"Solid support CRM"

4/5

What do you like best about Helpshift?

The ease of use once the SDK is implemented is awesome. There's so much you can customize to create the experience you want for your users, from automation, segmentation, and routing. All the features have pretty robust guides to them so it's simple to set up. I think of it as the simplicity of Apple OS vs Android. Review collected by and hosted on G2.com.

What do you dislike about Helpshift?

The only drawback is that the out-of-the-box BI platform they interface with is not super user-friendly. You can circumvent having to use Microsoft Power BI by using their APIs to ingest the data in your own data warehouse. Review collected by and hosted on G2.com.

Verified User in Computer Games

Mid-Market (51-1000 emp.)

5/18/2021

"Helpshift review 2022"

4.5/5

What do you like best about Helpshift?

When it comes to customer support, Helpshift is a very reliable tool. Even though I haven't had much experience with other tools, Helpshift provides everything you need for providing quality support. The platform is often being updated and new useful features are added. Helpshift team cares about their clients and I can always count on any support needed from their side. Review collected by and hosted on G2.com.

What do you dislike about Helpshift?

Helpshift services are rather costly, but considering the quality of the platform and expertise of their employees, it's hard to consider the price a downside. Review collected by and hosted on G2.com.

Recommendations to others considering Helpshift:

We have been using Helpshift for years and we haven't been thinking about any other options. Helpshift simply provides everything you can ask for regarding customer support. Review collected by and hosted on G2.com.

What problems is Helpshift solving and how is that benefiting you?

We use Helpshift to provide customer support for our mobile games. There are hardly any issues with the app which helps us to provide the best support to our players. If players can have a seamless gaming experience, they will surely enjoy the games more. Review collected by and hosted on G2.com.

Response from Exon Smith of Helpshift

edit

Thank you, we are glad that you are enjoying Helpshift and able to help your users quickly and effectively!